Principal, Global Customer Support Role Excellence

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We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.

About the Team

About the Role

We are looking for a self-motivated Global Customer Support Role Excellence Principal to join the

Workday Customer Experience Activation Hub. In this role, you will become the

enablement advocate for our Customer Support team balancing the enablement program

requirements with their organizational readiness needs. The Global Customer Support Role Excellence Principal will interact with and collaborate across cross-functional teams,

including other enablement teams and other Customer Experience

teams, such as Professional Services. This role requires close coordination with many

different participants to ensure that a balance between the requirements for a program

and those of the individuals in Customer Support roles are accurately delivered. We

need a self-starter who will be confident crafting and validating various types of

enablement initiatives across many internal groups and geographies. The role will also

participate in various other projects and day-to-day operations of GCOe team, including

prioritizing enablement programs and solutioning field requests from our internal

Services Sales customers.

Responsibilities

• Successfully identifying and communicating Customer Support organizational

perspective and needs with enablement program owners.

• Consistent delivery and achieving goals and metrics

• Partner with other enablement staff in designing, creating and delivering

enablement programs

• Continuously engage with constituents at all levels to validate and collaborate on

requirements and program results

• Proactively seeks input and content from subject matter experts to aid in the

curation of enablement programs

• Identify and communicate potential efficiencies and enhancements

• Participate in discovery session with business leaders to build and refine

requirements• Perform due diligence on developing programs

• Develop and improve tools and templates

• Able to identify relationships between programs and resolve overlap with other

programs

About You

You are an experienced role excellence enablement professional or have extensive

experience in Customer Support Operations. You are passionate about helping

others grow their skill and have worked closely with senior leaders to plan, design and deliver programs that help develop the right aptitudes for individuals to succeed in their roles.

Basic Qualifications

10+ years of professional experience with a focus on communications, marketing,

training, knowledge management, or related field

Other Qualifications

Bachelor's degree or equivalent experience in a related discipline

Strong verbal and written communications skills; attention to detail and ability to

convey complex messages

Strong relationship management skills across all levels in the organization

Comfortable with ambiguity

Strong problem solving, priority setting, facilitation, multi-tasking, analytical, and

collaboration skills

Ability to work independently, multi-task optimally and thrive in a fast-paced, dynamic environment with general direction and guidance

Strong interpersonal skills and capable of building positive relationships across multiple teams and time zones

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below.  Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.

Additional Considerations:

The application deadline for this role is the same as the posting end date stated as below:
 

Our Approach to Flexible Work
 

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision-making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law.

Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodations, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law.

If you require a reasonable accommodation, you may email accommodations@workday.com, as far in advance as possible.

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